Question 1

The spatial layout and functionality are most important for interpersonal services environments.

Accepted Answer

A) True 
 B)False

Question 2

The last time Dominique traveled on an airplane she took an antihistamine before her flight to keep her ears unclogged and prevent an earache. Dominique took an antihistamine to prevent a(n) ____ response to the airplane's environment.

Accepted Answer

A)  Perceptual 
B)  Emotional 
C)  Cognitive 
D)  Tensional 
E)  Physiological

Question 3

In terms of servicescape complexity, which of the following is a lean service environment?

Accepted Answer

A)  ATM machine 
B)  Fred Astaire Dance Studio 
C)  Vanderbilt University Hospital 
D)  Microtel Inns & Suites 
E)  Delta Air Lines

Question 4

Environmental psychologists have researched people's emotional responses to physical settings. They have concluded that any environment will elicit emotions that can be captured by two basic dimensions. What are they?

Accepted Answer

The answer of Environmental psychologists have researched people's emotional responses...

Question 5

Which of the following acts as the stimulus in the stimulus-organism-response model?

Accepted Answer

A)  Employees 
B)  The multidimensional service environment 
C)  Customer emotions 
D)  Customer 
E)  Customer purchase behavior

Question 6

What is the first step in developing physical evidence strategy?

Accepted Answer

The answer of What is the first step in developing...

Question 7

When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs and make reservations quickly. These elements of its web site are all examples of:

Accepted Answer

A)  Service encounter arena 
B)  Technological intangibility 
C)  Responsiveness 
D)  Physical evidence 
E)  A technological service arena

Question 8

At Chessmen, an upscale men's clothing store, classical music plays softly in the background, while the store's fragrance-a blend of oak, leather and fine tobacco wafts from carefully placed heat-sensitive pellets. The music and fragrance at the Chessmen correspond to the _____ in the stimulus-organism-response model.

Accepted Answer

A)  Stimulus 
B)  Service motivator 
C)  Response 
D)  Referent 
E)  Organism

Question 9

The parking lot, the neon signs, the building exterior and the restrooms are all part of a servicescape for a nightclub.

Accepted Answer

A) True 
 B)False

Question 10

To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where travelers can send last-minute faxes and e-mails. It has also installed continuous "power to the seat" for those who need to work on their laptops for the entire plane trip. These amenities are an example of:

Accepted Answer

A)  Spatial input 
B)  Symbolic design 
C)  Ambient conditions 
D)  Targeted artifacts 
E)  Functionality

Question 11

The framework for understanding servicescape effects on behavior follows from basic stimulus-organism-response theory. Define a service's physical evidence in terms of this theory.

Accepted Answer

The answer of The framework for understanding servicescape effects on...

Question 12

A hair salon designed to appeal to children does not use the standard salon furniture. Instead, children sit on carousel horses to get their haircuts. Large TV monitors strategically located throughout the salon show kid-targeted videos and cartoons are there to entertain the children. The child-friendly hair salon's servicescape services in what two capacities?

Accepted Answer

A)  A package and as a facilitator 
B)  A facilitator and as a boundary spanner 
C)  A differentiator and as a facilitator 
D)  A boundary spanner and as a differentiator 
E)  A socializer and as a facilitator

Question 13

The cracked and buckled pavement of the parking lot outside the superstore illustrates how physical evidence can assume the role of package.

Accepted Answer

A) True 
 B)False

Question 14

The work environment of a lawyer does not affect whether clients and/or colleagues view her as successful and trustworthy.

Accepted Answer

A) True 
 B)False

Question 15

Supermarkets know that most senior citizens shop on Wednesday, so the music that day is mostly big band sound from the 1940s. Which environmental dimension of the servicescape are the supermarkets using?

Accepted Answer

The answer of Supermarkets know that most senior citizens shop...

Question 16

The first step in developing an effective physical evidence strategy is to:

Accepted Answer

A)  Map the physical evidence of the service 
B)  Assess and identify physical evidence opportunities 
C)  Clarify roles of the servicescape 
D)  Recognize the strategic impact of physical evidence 
E)  Update and modernize the physical evidence

Question 17

While most KFC restaurants look alike, there is one in Marietta, Georgia, that is in the base of a 56-foot tall chicken replica with rolling eyes and a moving beak. In this example, the servicescape is act as a:

Accepted Answer

A)  Package 
B)  Facilitator 
C)  Differentiator 
D)  Boundary spanner 
E)  Socializer

Question 18

The restrooms at the Merritt Coliseum, a venue for Shania Twain, Seal and Chris Rock concerts, serve what servicescape role?

Accepted Answer

A)  Package 
B)  Boundary spanner 
C)  Differentiator 
D)  Facilitator 
E)  Socializer

Question 19

The servicescape can play many roles simultaneously. List them.

Accepted Answer

The answer of The servicescape can play many roles simultaneously....

Question 20

Many people expected-checkered tablecloths and bottles of Chianti wine at Italian restaurants and fortune cookies at Chinese restaurants. These are both examples of which composite dimension?

Accepted Answer

A)  Ambient conditions 
B)  Functional forms 
C)  Spatial shapes 
D)  Signs, symbols and artifacts 
E)  Holistic icons

Exam 11: Physical Evidence and the Servicescape

The spatial layout and functionality are most important for interpersonal services environments.

The last time Dominique traveled on an airplane she took an antihistamine before her flight to keep her ears unclogged and prevent an earache. Dominique took an antihistamine to prevent a(n) ____ response to the airplane's environment.

In terms of servicescape complexity, which of the following is a lean service environment?

Environmental psychologists have researched people's emotional responses to physical settings. They have concluded that any environment will elicit emotions that can be captured by two basic dimensions. What are they?

Which of the following acts as the stimulus in the stimulus-organism-response model?

What is the first step in developing physical evidence strategy?

When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs and make reservations quickly. These elements of its web site are all examples of:

The parking lot, the neon signs, the building exterior and the restrooms are all part of a servicescape for a nightclub.

The framework for understanding servicescape effects on behavior follows from basic stimulus-organism-response theory. Define a service's physical evidence in terms of this theory.

The cracked and buckled pavement of the parking lot outside the superstore illustrates how physical evidence can assume the role of package.

The work environment of a lawyer does not affect whether clients and/or colleagues view her as successful and trustworthy.

Supermarkets know that most senior citizens shop on Wednesday, so the music that day is mostly big band sound from the 1940s. Which environmental dimension of the servicescape are the supermarkets using?

The first step in developing an effective physical evidence strategy is to:

While most KFC restaurants look alike, there is one in Marietta, Georgia, that is in the base of a 56-foot tall chicken replica with rolling eyes and a moving beak. In this example, the servicescape is act as a:

The restrooms at the Merritt Coliseum, a venue for Shania Twain, Seal and Chris Rock concerts, serve what servicescape role?

The servicescape can play many roles simultaneously. List them.

Many people expected-checkered tablecloths and bottles of Chianti wine at Italian restaurants and fortune cookies at Chinese restaurants. These are both examples of which composite dimension?